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Chapter 8: Profiling and Classification

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CHAPTER 8: PROFILING AND CLASSIFICATION

Objectives

The objectives for this chapter are:

Describe profile questionnaires.

Set up profile questionnaires.

Update profile questionnaires.

Explain automatic classification.

Create contact rating.

Enter contact profiles.

Add contacts to segments using profile information.

Test and print questionnaires.


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Introduction

The Profiling and Classification feature enables you to specify additional

information about your contacts. This information is presented in a form of

questions that you ask your contacts, along with the answers, and is called a

profile questionnaire. Answers can be given manually or automatically. This

chapter tells you how to:

Set up a profile questionnaire and assign it to a contact.

Have the program give answers to the questions automatically.

Rate your contacts according to the answers they give.

Profile Questionnaires

Profile questionnaires are used to provide additional information about your

contacts. For a contact, several different profile questionnaires can be created.

Later, one of them can be assigned. The profile questions are visible on the Lines

FastTab of the contact card, giving you a quick overview of information about

the contact.

To be able to assign a profile questionnaire, it first must be set up.

Setting Up Profile Questionnaires

Each profile questionnaire consists of one or several questions and one or several

answers to each question. Setting up a profile questionnaire involves:

Creating a profile questionnaire code with specifying a contact type

the questionnaire must be used for.

Entering questions you intend to ask your contacts and giving

answers to them.

To create a new profile questionnaire code and specify a contact type for it,

follow this procedure:

1. In the navigation pane, click Departments > Sales & Marketing >

Marketing, and then under Administration, in Profile, click

Questionnaire Setup. The Profile Questionnaires window appears.


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FIGURE 8.1 PROFILE QUESTIONNAIRES

2. In the Action Pane, click New to create a new profile.

3. In the Code field, enter a code for a new profile.

4. In the Description field, enter a description for the new profile.

5. Click the AssistButton next to the Priority field, and select among

the existing priorities: Very Low, Low, Normal, High, or Very High.

6. Click the AssistButton next to the Contact Type field, and select the

type of contact you want to use this profile questionnaire for. You

can select among people and companies. The profile questionnaire

will be available for assigning to contacts of the relative type if their

business relation type coincides with the type selected in this field.

7. In the Business Relation Code field, click the AssistButton and

select the business relation this profile applies to.

Now, as the profile questionnaire is created, you can enter questions and answers

for it. You can give answers manually or have the program automatically answer

some of the questions based on information specified on the contact card (for

more information about answering profile questions automatically, refer to the

“Automatic Classification” topic in the chapter).

To enter questions and answers, take the following actions:


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1. In the Action Pane of the Profile Questionnaires window, click

Edit Questionnaire Setup. The Profile Questionnaire Setup

window appears.

FIGURE 8.2 ENTERING QUESTIONS AND ANSWERS TO THE PROFILE QUESTIONNAIRE

2. On the first empty line, click the AssistButton next to the Type field

and select Question.

3. In the Description field, enter the question.

4. If more than one answer can be applied to a contact, select the

Multiple Answers check box.

Once you have entered a question, you must give at least one answer to it. The

lines with answers must be right below the line with the question. You fill in the

answers in the order that you want them to appear on a printed questionnaire.

5. Click the AssistButton next to the Type field, and select Answer.

6. In the Description field, enter the answer.

7. In the Priority field, click the AssistButton and select the priority

level you want to assign to the answer: Very Low (Hidden), Low,

Normal, High, or Very High.

Repeat steps 2-7 to enter as many questions and answers as you need.

The next fields in the Profile Questionnaire Setup window are used when

automatic contact classification is set up. They are described in the “Automatic

Classification” topic in this chapter.

Once the questions and answers are entered, the Profile Questionnaire Setup

window looks as shown on the following figure.


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FIGURE 8.3 QUESTIONS AND ANSWERS SPECIFIED

Moving Lines Up or Down

In the Profile Questionnaire Setup window, you can move a line to a different

place, for example, if you want the answers to a question to appear in a different

order or to move a question and its answers to a different place in the

questionnaire. To do so, perform the following procedure:

1. Open the Profile Questionnaire Setup window.

2. Select the line to be moved, and click Actions > Function > Move

Up or Actions > Function > Move Down.

The program moves the selected line one line up or one line down.

Assigning a Profile Questionnaire to a Contact

Once the profile questionnaire is set up, it can be assigned to a contact. Assigned

profiles help view additional information on contacts directly on their cards.

To assign a profile to a contact, follow this procedure:

1. In the navigation pane, click Home > Contacts.

2. Browse to the contact you want to assign a profile questionnaire and

click Related Information > Contact > Profiles.

3. In the Contact Profile Answers window, click the AssistButton next

to the Profile Questionnaire Code field. The Profile Questionnaire

List window appears with a list of profiles available for the selected

type of contact.


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FIGURE 8.4 PROFILES AVAILABLE FOR A CONTACT

4. Select a profile to be assigned to the contact and click OK.

5. The Contact Profile Answers window fields are filled in with

information from the selected profile.

FIGURE 8.5 THE PROFILE ASSIGNED TO A CONTACT

6. Click OK to save your changes.

As the profile questionnaire is assigned to the contact, answers on questions from

the profile can be viewed on the Lines FastTab on the contact card.


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FIGURE 8.6 QUESTIONS WITH ANSWERS ON THE CONTACT CARD

Automatic Classification

You can have the program automatically classify your contacts according to

contact, customer, vendor, and information by selecting questions that must be

answered automatically. Automatic contact classification supposes giving

answers to questions automatically as you assign the profile questionnaire

containing these questions to a contact. The program takes information about

customers and vendors that are synchronized with the contact and uses it for

generating answers (for more about synchronizing contacts with customer,

vendor, and bank account, refer to the “Synchronizing Contacts with Customers,

Vendors, and/or Bank Accounts” section in the “Contacts” chapter).

To have the program automatically answer the questions entered in the Profile

Questionnaire Setup window, follow this procedure:

1. In the Profile Questionnaire Setup window, browse to the question

that you want to be automatically answered, and then click Related

Information > Line > Question Details. The Profile Question

Details window appears.

The fields on the General FastTab are filled in for you, based on the information

you entered in the Profile Questionnaire Setup window. If you change them in

the Profile Question Details window, the settings will be inherited by the

Profile Questionnaire Setup window.

2. On the Classification FastTab of the Profile Question Details

window, select the Auto Contact Classification check box.


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FIGURE 8.7 SETTING UP AUTOMATIC CLASSIFICATION

Once you select the Auto Contact Classification check box, other fields on this

FastTab become editable. The following table explains the meaning of the fields

on the Classification FastTab.

Field Explanation

Customer Class. Field

Vendor Class. Field

Contact Class. Field

In these fields, select the criteria you want the

program to use for classifying contacts. You can

only fill in one of these fields. Once you fill in one

of these fields, the other two will become non-

editable, but fields on the right side of this

FastTab will become available for editing.

Starting Date

Ending Date

In these fields, set up date formulas for the dates

the program will use to start and stop classifying

contacts.

Classification Method In this field, select the method the program will

use to classify the contacts. You can select among

Defined Value, Percentage Value, and Percentage

of Contacts. For information about these options,

refer to the “Classification Method” section in this

chapter.

Sorting Method In this field, select the sorting method for the

automatic classification the question is based on.

You can select among two options: Ascending and

Descending. You only need to fill in this field if

either Percentage of Value or Percentage of

Contacts in the Classification Method field is

selected.

No. of Decimals In this field, enter the number of decimal places

you will use when filling in the From Value and

To Value fields in the Profile Questionnaire


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Setup window for answers to the question.

3. After you have selected the necessary options, close the Profile

Question Details window by clicking OK. If you click Cancel, no

changes will be saved.

As the automatic contact classification is set up for a question, the Auto Contact

Classification check box in the Profile Questionnaire Setup window is selected

for that question. Now, you must specify criteria for the program to choose which

answer is correct.

4. For the question that you set to auto classification, in the Profile

Questionnaire Setup window, specify values that the program will

use when choosing the correct answer to the question.

To understand what the values in these fields mean, take a look at the question

Discount (%) Current Year on the “Automatic Contact Specification Is Set Up”

figure. After the auto classification had been performed, the program found five

contacts who had discounts more than five times (according to the value in the

From Value field), one contact who had discounts from two to four times

(according to the value in the From Value and To Value fields), and 62 contacts

who had discounts only once during the current year (according to the value

specified in the To Value field).

The No. of Contacts field shows how many contacts gave this answer. This field

is filled in by the program after the automatic classification is performed.

FIGURE 8.8 AUTOMATIC CONTACT SPECIFICATION IS SET UP

Updating Profile Questionnaires

The program does not automatically update the classification of contacts. To

have the correct number of contacts recorded for each answer in the Profile

Questionnaire Setup window, you must regularly update the contact

classification. Do this with the Update Contact Classification batch job.


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This batch job updates all the answers to the profile questions that are

automatically answered by the program based on customer, vendor, or contact

data. If you want to include more information to be updated, you can select

additional fields to be included in the batch job.

To update contact classification, follow this procedure:


Marketing, and then under Tasks, in Periodic Activities, click

Update Contact Classification.

2. The Update Contact Classification request form appears.

FIGURE 8.9 UPDATING CONTACT CLASSIFICATION

3. On the Profile Questionnaire Header FastTab, set filters for the

profile questionnaires you want to update. If you want to update all

the profile questionnaires, do not specify any filters.

4. On the Options FastTab, enter the date of the update. Only new

information up to that date and entered on that date will be included

in the update.

5. Click OK to run the batch job. If you do not want to run the batch

job now, click Cancel to close the batch job.

The program compares information on customer, vendor, and contact cards, and

if new information was entered prior to or on the specified date, the program uses

this information for answering the questions in the profile questionnaires.

Classification Method

The Classification Method field determines the method that the program will

use to classify contacts. There are three options: Defined Value, Percentage of

Value, and Percentage of Contacts. The following table offers description of each

option of this field.


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Option Description

Defined Value Select this option if you want the automatic classification to

be based on a defined value of sales, purchases, and so on.

For example, you can define answer A to apply only to

contacts where the profit is less than 30,000 LCY, answer B

to apply to contacts with profit between 30,000 and 149,999

LCY, and answer C to apply to contacts with profit more than

150,000 LCY.

Percentage of

Value

Select this option if you want the automatic classification to

be based on a percentage of sales, purchases, and so on. If

you select this option, you can define the way the program

will sort the contacts in the Sorting Method field. For

example, you can define answer A to apply to the contacts

that make up the lowest 30% profit, answer B to the contacts

that make up the next 50 %, and answer C to the contacts that

account for the top 20% of your profits.

Percentage of

Contacts

Select this option if you want the automatic classification to

be based on a percentage of contacts. For example, you can

define answer A to apply to the 20% of your contacts that you

have profited most from, answer B to the next 50 %, and

answer C to the last 30%.

Lab 8.1 – Set Up a Questionnaire

In this lab, you will practice setting up a profile questionnaire for a vendor.

Scenario

You need to set up a new questionnaire for contacts that are vendors. Answers

must be given automatically by the program.

Challenge Yourself

1. Create a profile questionnaire with a question and answers.

2. Make the program choose correct answers to the question.

3. Assign the new profile questionnaire to a contact.

Need a Little Help?

1. Create a profile questionnaire called Sales.

2. Enter a question, Number of sales, and answers

o 1..49

o 50..99

o 100+

3. Make the program use automatic classification by specifying the

following information:

o Purchase (LCY)

o Current Year (use percentage of value)


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o Defined Value

4. Assign the profile questionnaire to contact AR Day Property

Management.

Step by Step

Create a profile questionnaire called Sales.


Marketing > Questionnaire Setup.

2. In the Profile Questionnaires window, click New to create a new

profile.

3. In the Code and Description field, enter “Sales” for the new profile

questionnaire.

4. Click the AssistButton next to the Contact Type field and select

Companies.

Enter a question and answers.

1. In the Action Pane, click Edit Questionnaire Setup.

2. Click the AssistButton in the Type field and select Question.

3. In the Description field, enter “Number of sales”.

4. On the new line, click the AssistButton in the Type field and select

Answer.

5. In the Description field, enter “1..49”.

6. For the second answer, enter “50..99”. For the third answer, enter

“100+”.

Make the program use automatic classification.

1. Click Related Information > Line > Question Details.

2. Select the Auto Contact Classification check box.

3. Click the AssistButton next to the Vendor Class. Field field and

select Purchase (LCY).

4. In the Starting Date Formula field, enter CY for the current year.

5. Click the AssistButton next to the Classification Method field and

select Defined Value. Click OK.

6. In the To Value field for the first answer, enter “49”.

7. In the From Value field for the second answer, enter “50”. In the To

Value field, enter “99”.

8. In the From Value field for the third answer, enter “100”.

9. Click OK.

Assign the profile questionnaire to contact AR Day Property Management.

1. Open the list of the contacts and browse to contact company

CT000067, AR Day Property Management.


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2. Click Related Information > Contact > Profiles. The Contact

Profile Answer window appears.

FIGURE 8.10 VIEWING CONTACT PROFILE ANSWERS

3. Click the AssistButton next to the Profile Questionnaire Code field

and select the Sales profile you just created.

4. Click OK.

Contact Rating

NOTE: To work with the following section, use the Classic version of Microsoft

Dynamics® NAV 2009.

Contact rating is similar to contact estimation. Create a contact rating by giving

points to each answer in the contact profile questionnaire and, depending on the

range you specified in the From Value and To Value fields, the program will

group your contacts into the categories. You create categories separately, for

example, High, Low, or A, B, and C.

There are two methods for rating your contacts:

Use the Create Rating wizard. Access the wizard from the Profile

Questionnaire Setup window by clicking Actions > Functions >

Create Rating.

Or

Set the rating up manually.


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Creating Contact Rating Manually

NOTE: Remember to open the Classic version of Microsoft Dynamics NAV.

To manually create rating for your contacts, follow this procedure:

1. Open the Profile Questionnaire window.

FIGURE 8.11 PROFILE QUESTIONNAIRES


and select a profile questionnaire you need to create rating for.

3. In the Profile Questionnaire Setup window, select the line with the

question you want to rate and click Line > Question Details.

4. On the Classification tab of the Profile Question Details window,

select the Auto Contact Classification check box.

5. Click the AssistButton next to the Contact Class. Field field and

select Rating.

FIGURE 8.12 SETTING UP CONTACT RATING


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6. Fill in the Min. % Questions field (0 is default) with the percent of

questions that must be answered for rating to be calculated by the

program.

7. Click the Answer Points button.

8. In the Points field, enter the points you want to assign to each

answer.

FIGURE 8.13 ANSWER POINTS SPECIFIED

9. If you want to get an overview of the points you have given to each

answer, click Points > List. The Answer Points List window

appears, where you can view all the points you assigned.

FIGURE 8.14 A LIST OF ANSWER POINTS

10. Return to the Profile Questionnaire Setup window.

11. Click Functions > Update Classification. The Update Contact

Classification batch job appears. To update classification on all

contacts, do not specify any filters. Click OK to run an update.

You can now view the result of your rating on the lines in two places:


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In the Profile Questionnaire Setup window, the values in the From

Value, To Value, and No. of Contacts fields.

On the lines of the contact card for the contact the selected profile is

assigned to.

Creating Contact Rating Automatically

To have the program create contact ratings automatically, follow these actions:

1. Open the Questionnaire Setup window.

2. Select a profile which you want to create rating for and click Edit

Questionnaire Setup.

3. In the Profile Questionnaire Setup window, click Actions >

Functions > Create Rating.

FIGURE 8.15 CREATING CONTACT RATING AUTOMATICALLY

4. In the Create Rating wizard, click the AssistButton next to the For

which questionnaire should this rating be created field and select,

for example, CUSTOMER.

5. In the Describe the type of rating field, enter the questionnaire

description.

6. In the What percentage of questions need to be answered before a

rating is assigned? field, enter “20” to indicate the percentage of

questions needed to be answered before a rating is assigned.

7. Click Next.

8. In the Specify which of the following grouping methods you will

use to rate your contacts field, select ABC. Click Next.

9. For rating A, set the interval from 1 to 20. Click Next.

10. For rating B, set the interval from 21 to 40. Click Next.

11. For rating C, set the interval from 41 to 60.

12. Click Next, and then Finish.


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13. Go back to the Profile Questionnaires window. Browse to the

CUSTOMER profile and click Edit Questionnaire Setup.

14. In the Profile Questionnaire Setup window, browse to the new

question with Answer C. Its values are from 41 to 60.

FIGURE 8.16 AUTOMATICALLY CREATED RATING

The new question, answers, and rating appear at the bottom of the list. The

description of the rating type you entered in the wizard is used as a new question.

Answers are grouping methods you selected. The values you specified for rating

are entered in the From Value and To Value fields.

Lab 8.2 – Rate Your Contacts

In this lab, you will practice creating rating for a contact.

Scenario

You need to create rating of your prospects to make it possible for you to identify

the ideal prospects to focus your sales campaign on.

Challenge Yourself

You choose to base the rating on four different questions to group your prospects

in the following categories: Ideal, Good, Average, Not interesting.

Need a Little Help?

1. Create a new profile questionnaire with the code name IDEAL.

2. Set up questions and answers in the questionnaire.

3. Create rating of your prospects based on these four questions to

group them into the categories: Ideal, Good, Average, Not

interesting.


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Step by Step

Create a new profile questionnaire with the code name Ideal.

1. Open the Profile Questionnaire Setup window.

2. Click the AssistButton next to the Profile Questionnaire Code field.

3. In the Profile Questionnaire window, go to the first empty line to

create a new profile.

4. In the Code and Description fields, enter “Ideal”.

Set up questions and answers in the questionnaire.

1. Click Edit Questionnaire Setup.

2. In the Profile Questionnaire Setup window, set up the questions

and answers shown in the following figure.

FIGURE 8.17 THE PROFILE QUESTIONNAIRE SET UP

Create the rating of your prospects based on these four questions to group them

into the categories: Ideal, Good, Average, Not interesting.

1. For each with a question, click Related Information > Line >

Question Details.

2. In the Profile Question Details window, select the Auto Contact

Classification check box.

3. Click the AssistButton next to the Contact Class. Field field and

select Rating.

4. In the Min. % Questions field, enter “20”.

5. In the Action Pane of the Profile Question Details window, click

Answer Points.

6. Enter the points you want to assign to each answer listed in the

Answer Points window.


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7. In the Profile Questionnaire Setup window, click Functions >

Update Classification.

8. Click OK to run the batch job and update classification.

Adding Contacts to Segments Using Profile Information

You can use profile information as criteria for selecting contacts for segments.

Detailed information about segments can be found in the “Campaigns and

Segmentation” chapter.

To add contacts to a segment taking into consideration their profile information,

follow this procedure:

1. In the navigation pane, click the Home button, and then click

Segments.

2. Select the segment to which you want to add contacts and open its

card.

3. In the Action Pane, click Add Contacts. The Add Contacts window

appears.

4. Go the Profile FastTab and click the AssistButton next to the Profile

Questionnaire Code field to select the relevant questionnaire.

5. Click the AssistButton next to the Line No. field. Select the line that

contains profile questionnaire code and description – the question

and answers – that you want the program to use as a filter when you

select contacts for the segment.

FIGURE 8.18 SELECTING PROFILE QUESTIONNAIRE

6. After you filled in all the fields on the other FastTabs of the Add

Contacts window, click OK.

The program adds all the contacts that meet the selected answer on the selected

questionnaire to the segment.


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Lab 8.3 – Add Contacts to a Segment

In this lab, you will practice adding contact to a segment according to their

profile.

Scenario

You want to add to a segment (SM 10001 - Increase Sale) all your contacts that

are companies with more than 1000 employees.

Challenge Yourself

Use a profile questionnaire as criteria for adding contact companies to the

Increase Sale segment.

Step by Step

1. Open the list of the segments.

2. Open the segment card for the Increase sale segment.

3. In the Action Pane, click Add Contacts.


and select COMPANY.

5. Click the AssistButton next to the Line No. field and select line

50000 since it refers to the company with more than 1000

employees.

6. Leave all other fields on other FastTabs of the Add Contact request

form empty.

7. Click OK to run the batch job and add all relevant companies to the

segment.

The Segment window with companies added now looks as shown in the

following figure.


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FIGURE 8.19 CONTACT COMPANIES ADDED TO A SEGMENT

NOTE: This lab ends using the Classic version of Microsoft Dynamics NAV in

this chapter.

Testing and Printing Questionnaires

You can print test reports and questionnaire handouts. Both reports and handouts

print the questionnaire questions and answers, but the handout is designed to be

viewed by your contacts. Specifying filters determines the information and the

questionnaires to be printed on the reports.

You can print test reports of your profile questionnaires. A test report shows

information from each line of the Profile Questionnaire Setup window. You

can also print questionnaires to be distributed to your contacts and returned to

you.

Printing the Test Report

To print a test report, follow this procedure:

1. Open the Profile Questionnaires window.

2. Select a profile you want to print a test report for and click Edit



Function > Test Report. The Questionnaire - Test window

appears.


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FIGURE 8.20 PRINTING A TEST REPORT

4. Click the AssistButton next to the Code field and select the

questionnaire you want to test (if you leave this field blank, the

questions and answers for all your questionnaires will appear on the

report).

5. To print the report, click the Print button. To preview the report on

screen, click Preview. If you do not want to print the report, click

Cancel.

The following figure shows a preview of the report.

FIGURE 8.21 PREVIEW OF A TEST REPORT

Printing the Questionnaire – Handouts Report

With the questionnaire handouts report, you can print your profile questionnaires

and distribute them among your contacts. To print the report, follow this

procedure:


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2. Select a profile you want to print a handouts report for and click Edit



Function > Print. The Questionnaire – Handouts window appears.

FIGURE 8.22 PRINTING HANDOUTS

4. On the Profile Questionnaire Header FastTab, click the

AssistButton next to the Code field and select the profile

questionnaire that you want to print. If you leave this field empty, all

your questionnaires will be printed.

5. On the Options FastTab, select the Print Classification Fields

check box if you want the report also to include the questions that are

automatically answered by the program.

6. To print the report, click the Print button. To preview the report on

screen, click Preview. If you do not want to print the report, click

Cancel.

The following figure shows a preview of this report.


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FIGURE 8.23 HANDOUTS PREVIEW

Lab 8.4 – Update Contact Classification and Print a Report

In this lab, you will practice updating contact classification with the Update

Classification wizard and printing a handouts report.

Scenario

Make the contact classification up-to-date. Print a report.

Challenge Yourself

Update the contact classification with the Update Classification wizard. Print the

report.

Step by Step

Update the contact classification.


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Marketing > Update Contact Classification.

2. Click the AssistButton next to the Code field and select the

COMPANY profile questionnaire code. Click OK.

Print a test report for your new questionnaire.


2. Select the profile for which you want to print a report. In the Action

Pane, click Edit Questionnaire Setup.

3. Click Actions > Functions > Print. Click Print to print out the

report.

Summary

Microsoft Dynamics NAV offers you means for entering additional information

about your contacts: profile questionnaires. A profile questionnaire is a set of

questions and answers about the contact. You can give answers manually or have

the program do it automatically.

Using profile questionnaire information as criteria of selection enables you to add

contacts to a segment.

Profile questionnaires can be printed and distributed among your contacts.


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Test Your Knowledge

1. What are questionnaires used for?

2. True or False:

Automatic classification is used for having the program automatically

generate questions and give answers.

3. Complete the following sentence:

You can use _____ information to add contacts to _____ for your campaigns.

4. The Update Contact Classification batch job updates

( ) Contacts

( ) Questions

( ) Answers

( ) Customers

5. Where do you set up contact rating?


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Quick Interaction: Lessons Learned

Take a moment and write down three Key Points you have learned from this

chapter

1.

2.

3.


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Solutions

Test Your Knowledge

1. What are questionnaires used for?

MODEL ANSWER:

You create your profile questionnaires to provide precisely the information you

want to view on the contact card.

2. True or False:

Automatic classification is used for having the program automatically

generate questions and give answers.

False. You can have the program automatically answer the questions that you set

up.

3. Complete the following sentence:

You can use _____ information to add contacts to _____ for your campaigns.

MODEL ANSWER:

You can use profile information to add contacts to segments for your campaigns.

4. The Update Contact Classification batch job updates

( ) Contacts

( ) Questions

(√) Answers

( ) Customers

5. Where do you set up contact rating?

MODEL ANSWER:

You set up contact rating in two places:

The Answer Points window.

The Contact Rating wizard.

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profile information

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new profile questionnaire

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contact type field

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